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Annalect · 4 months ago

Application Support Analyst

New York

Full-time

Onsite

Mid Level

$56K/yr - $80K/yr

3+ years exp

Annalect is the Data & Technology arm of Omnicom Media Group, focused on leveraging data and technology to enhance client relationships. The Application Support Analyst will manage a ticketing system, troubleshoot customer issues, and provide technical guidance while ensuring a high level of customer satisfaction.

AdvertisingConsultingMarketing

Responsibilities

Learn the Annalect products and become a SME in product functionality with a deep understanding of the business logic of the tools

Manage Atlassian based ticketing system and provide necessary reports for internal and external stakeholders

Demonstrate a strong understanding of advertising platforms such as Google Ads, Meta, TikTok, Amazon DSP, DV360, The Trade Desk, etc

Perform quality assurance by comparing key advertising metrics (e.g., clicks, impressions, cost) across platforms and destination data to ensure accuracy

Provide exceptional customer experience while resolving Level 2 and 3 incidents and troubleshooting/diagnosing customer issues

Troubleshoot and escalate incidents that cannot be resolved by Support team to the appropriate Engineering/Product team

Responsible for improving and expanding internal and external knowledgebase for the supported products

Contribute to ongoing improvement of the team's processes, techniques, and solutions

Provide technical guidance, training, and mentorship to the team

Qualification

Cloud-based applications supportAd platform ecosystemsSQL proficiencyData analysis toolsDevOps methodologiesAPIs understandingMicrosoft tools knowledgeTechnical guidanceCommunicationAttention to detailCollaboration skillsFast-paced environment adaptability

Required

3+ years of support experience, with at least 2 years working on supporting cloud-based applications in a client-facing environment

Self-motivated and action-driven with the ability to take initiative, execute and follow-through

Experience in owning and taking responsibility for complex technical/functional escalations

Strong understanding of ad platform ecosystems, including campaign management, Ad Manager and Business Manager, tracking methodologies, data ingestion, and reporting workflows. Knowledge of ad operations, audience targeting, attribution models

Proficient in Excel, with demonstrated ability to organize and consolidate multiple data sources for analysis

Good understanding of different methodologies such as DevOps, CICD (Continuous Integration, Continuous Delivery)/Agile/Kanban, AWS

Good working knowledge of Microsoft tools (Office, Sharepoint), CRM (JIRA, Hubspot) and reporting tools (PowerBI, Tableau etc.)

Proficiency in SQL, Google BigQuery, Starburst for querying and analyzing large datasets

Strong understanding of APIs and troubleshooting

Excellent written and verbal communication skills

Strong attention to detail, extremely well-organized and able to deliver against multiple simultaneous tasks with excellence

Comfortable working in a fast-paced, start-up like environment